(Adopted December 2004) FGCU Telecom =
provides progressive and reliable communication solutions to support the =
university community in fulfilling its mission. We strive to please our =
customers and exceed their expectations by providing innovative =
communications services in an effective, efficient and customer friendly =
manner. In addition we provide technology guidance and support for a =
comprehensive, managed approach to a network infrastructure for moving =
voice, data and video throughout the =
enterprise.

Telecommunications will create the CSA =
contract within 24 hours of receipt of request and keep Sprint or =
Computing Services to their published schedules for =
completion

We will =
maintain this level of response at least 85% of the =
time.

Allocate necessary resources to complete CSA contracts on =
time. =C2=A0We will also work with Sprint or Computing Services to =
improve their commitment of turnaround time.

Ongoing

Goal =
8

Provide timely pickup of calls to the main University line =
and route them accurately to the appropriate department/person. =C2=A0In =
order to do this effectively, we will maintain the University Telephone =
directory both online and printed form

A =
quarterly spot check will find more than 95% of department and =
individual phone numbers correct.

Allocate additional resources and investigate other methods =
of record keeping.

Ongoing

Goal =
8

Forecast an accurate budget for =
Telecommunications.

Fiscal =
year projections for revenue and expenditures will be within 85% of the =
actual year-end.

Explore other models of budget =
forecasting.

End of each fiscal =
year

Goal =
8

Keep telephone costs low by monitoring invoices for billing =
errors.

Perform =
a spot check on all DMS and Sprint bills looking for errors and changes =
to billing that negatively affect the university.

Follow up with vendors to correct the problem or renegotiate =
terms.

Ongoing

Goal =
5

Improve services while cutting costs by acquiring a telephone =
switch and migrate from Sprint Centrex.

Monitor =
the success of the project through contact with the users. =C2=A0We will =
monitor the technical aspects of the project associated with telephone =
switch (voice quality, delay, jitter and packet loss). =C2=A0Cost =
cutting will be tracked through the yearly accounting =
process.

Modify our policies and procedures as needed to provide the =
best customer service. =C2=A0In addition we will change system =
configuration as needed to improve system performance and =
flexibility.